Be Part of Something Big

At Wingstop, we are not just in the chicken business, we are in the flavour business. Our focus is on delivering exceptional experiences and memorable moments for both our customers and our team.

We have been recognised for our commitment to excellence, earning accolades such as The Sunday Times Best Places to Work 2024 and Deliveroo’s Number 1 Dish.

The Role

At Wingstop UK, we're passionate about delivering next-level flavour and that means more than just incredible wings. We believe in creating outstanding experiences for every guest and empowering every team member. As our Customer & Team Relations Lead, you'll be the key connector between our customers, teams, and brand. From managing real-time feedback and digital platforms to supporting internal events and improving service delivery, you’ll play a vital role in how Wingstop listens, responds, and grows. If you thrive in a fast-paced, people-first environment and love turning insight into action, we want to hear from you.

Key Responsibilities

Customer Services

• Manage & resolve all customer complaints and feedback across all restaurant and DK locations.
• Use a third-party platform to log, track, and resolve complaints efficiently.
• Liaise with key stakeholders to ensure timely and effective resolution of issues.
• Monitor and manage customer interactions and sentiment across all social media channels.
• Respond to customer queries, concerns, and reviews in a consistent and brand-appropriate tone.
• Compile regular reports on feedback trends, resolution times, and areas for improvement.
• Work with Wingstop UK’s social department to pick up any relevant complaints to ensure a swift resolution, as well as monitor these for any emerging patterns of indicators of broader issues.

Resolution Management

• Lead on digital voucher distribution to key stakeholders, customers, and ad-hoc voucher requirements.
• Support the Marketing Function on the administration of reward and resolution, through digital administration, auditing & analysis.

Team Relations

• Support general office management and administrative tasks.
• Assist with the planning and execution of internal events and team activities.

Candidate Requirements

• Proven experience in customer service or guest relations, preferably in retail, hospitality or F&B.
• Strong knowledge of customer feedback tools and social media management platforms.
• Excellent written and verbal communication skills.
• Highly organised with strong attention to detail and the ability to manage multiple priorities.
• Comfortable working independently and proactively in a fast-paced environment.
• Confident in handling sensitive situations with professionalism and discretion.
• Experience with basic office management and event coordination is a plus.
• Collaborative mindset with the ability to work effectively across departments.

Benefits

Wingstop UK is committed to investing in and rewarding our people. Benefits include:

• Welcome Pack – A personalised introduction to Wingstop.
• Enhanced Annual Leave – 25 days plus bank holidays.
• Paid Birthday Leave – An additional day off to celebrate your birthday.
• Private Healthcare (for you & dependents) – Including Vitality at Work benefits.
• Family Support – Enhanced maternity and paternity leave.
• Professional Development – Access to e-learning and career progression opportunities.
• Recognition & Team Events – Semi-annual company conferences and social events.
• Flexible Work Culture – WFH policy
• Employee Discounts – 20-50% off Wingstop dining for friends and family.
• Retail & Lifestyle Discounts – Exclusive savings on a range of brands.
• Flexible Pay Options – Wagestream access for on-demand earnings.
• Apprenticeships: Learn while you earn with fully supported development programmes.
• Anniversary Awards: Celebrate 3 and 5 years with us in style!

Commitment to Diversity & Inclusion

Wingstop UK is committed to fostering a diverse and inclusive workplace. We believe in equal opportunities and strive to create an environment where all individuals feel valued, respected, and supported.

Should you require any reasonable adjustments during the recruitment process, please let us know and we are happy to accommodate your needs.

If you are a driven and experienced IT leader looking to make an impact in a fast-growing, award-winning business, we would love to hear from you.

Be Part of Something Big

At Wingstop, we are not just in the chicken business, we are in the flavour business. Our focus is on delivering exceptional experiences and memorable moments for both our customers and our team.

We have been recognised for our commitment to excellence, earning accolades such as The Sunday Times Best Places to Work 2024 and Deliveroo’s Number 1 Dish.

The Role

At Wingstop UK, we're passionate about delivering next-level flavour and that means more than just incredible wings. We believe in creating outstanding experiences for every guest and empowering every team member. As our Customer & Team Relations Lead, you'll be the key connector between our customers, teams, and brand. From managing real-time feedback and digital platforms to supporting internal events and improving service delivery, you’ll play a vital role in how Wingstop listens, responds, and grows. If you thrive in a fast-paced, people-first environment and love turning insight into action, we want to hear from you.

Key Responsibilities

Customer Services

• Manage & resolve all customer complaints and feedback across all restaurant and DK locations.
• Use a third-party platform to log, track, and resolve complaints efficiently.
• Liaise with key stakeholders to ensure timely and effective resolution of issues.
• Monitor and manage customer interactions and sentiment across all social media channels.
• Respond to customer queries, concerns, and reviews in a consistent and brand-appropriate tone.
• Compile regular reports on feedback trends, resolution times, and areas for improvement.
• Work with Wingstop UK’s social department to pick up any relevant complaints to ensure a swift resolution, as well as monitor these for any emerging patterns of indicators of broader issues.

Resolution Management

• Lead on digital voucher distribution to key stakeholders, customers, and ad-hoc voucher requirements.
• Support the Marketing Function on the administration of reward and resolution, through digital administration, auditing & analysis.

Team Relations

• Support general office management and administrative tasks.
• Assist with the planning and execution of internal events and team activities.

Candidate Requirements

• Proven experience in customer service or guest relations, preferably in retail, hospitality or F&B.
• Strong knowledge of customer feedback tools and social media management platforms.
• Excellent written and verbal communication skills.
• Highly organised with strong attention to detail and the ability to manage multiple priorities.
• Comfortable working independently and proactively in a fast-paced environment.
• Confident in handling sensitive situations with professionalism and discretion.
• Experience with basic office management and event coordination is a plus.
• Collaborative mindset with the ability to work effectively across departments.

Benefits

Wingstop UK is committed to investing in and rewarding our people. Benefits include:

• Welcome Pack – A personalised introduction to Wingstop.
• Enhanced Annual Leave – 25 days plus bank holidays.
• Paid Birthday Leave – An additional day off to celebrate your birthday.
• Private Healthcare (for you & dependents) – Including Vitality at Work benefits.
• Family Support – Enhanced maternity and paternity leave.
• Professional Development – Access to e-learning and career progression opportunities.
• Recognition & Team Events – Semi-annual company conferences and social events.
• Flexible Work Culture – WFH policy
• Employee Discounts – 20-50% off Wingstop dining for friends and family.
• Retail & Lifestyle Discounts – Exclusive savings on a range of brands.
• Flexible Pay Options – Wagestream access for on-demand earnings.
• Apprenticeships: Learn while you earn with fully supported development programmes.
• Anniversary Awards: Celebrate 3 and 5 years with us in style!

Commitment to Diversity & Inclusion

Wingstop UK is committed to fostering a diverse and inclusive workplace. We believe in equal opportunities and strive to create an environment where all individuals feel valued, respected, and supported.

Should you require any reasonable adjustments during the recruitment process, please let us know and we are happy to accommodate your needs.

If you are a driven and experienced IT leader looking to make an impact in a fast-growing, award-winning business, we would love to hear from you.